Following a contract review an exciting opportunity has arisen for a new Customer Service Manager for our JLL contract based at Swan Walk Shopping Centre in Horsham.

The centre prides itself on the level of customer service delivered to the landlord, the tenants and customers as well as external stakeholders and the wider community.

To further develop the focus on service we are looking to recruit a dynamic Customer Service Manager who is a strategic thinker and shows strong leadership and interpersonal qualities and who can lead the on-site G4S team across all core disciplines in relation to the security contract and core operation of the centre whilst also delivering ambassadorial retail/hospitality sector style values and customer service initiatives to the team and the centre community.

These would include training, stakeholder engagement, tenant relationship building and business understanding, commercial awareness, local authority and emergency services liaison, supporting the centre marketing plan and strategies, duty and crisis management and project manager/contractor relations.

About G4S

G4S, the leading global security and outsourcing group, specialises in outsourcing of business processes in sectors where security and safety risks are considered a strategic threat. G4S is the largest employer quoted on the London Stock Exchange and has a secondary stock exchange listing in Copenhagen. G4S has operations in more than 120 countries and over 620,000 employees.

Role Responsibility:

Set up and operate high and efficient standards of management and care to maintain the centre as a progressive environment for all staff, retailers and customers.

Be a key member of the united centre team representing the Swan Walk brand and ensure that reporting procedures are in place relating to both common areas and tenant demise.

Be the leading presence in delivering customer service and security on the malls.

Foster close and professional relations with all tenants and ensure that Tenant Inspections are completed, tracked and followed through to conclusion.

Introduce and progress new initiatives to add value for all on site.

Drive the standard of presentation and delivery for all in the customer service/security team.

Safeguard that all site team members hold the valid SIA Front Line and CCTV licences.

Performance manage the G4s team on site through appraisals, training, coaching, disciplinary processes and personal development.

Support the G4S recruitment and employment processes and training for all new officers through G4S and centre induction requirements and on to full control room compliance within 3 months of starting on site.

Manage the site Assignment Instructions ensuring that they are fully approved by the client and G4S

Fulfil the weekend duty management role as required by the client

Deliver the required G4S contractual hours to full client satisfaction, leading by example and being prepared to work addition shifts as required.

The Ideal Candidate:

Essential Requirements

Good communication and inter-personnel skills

Computer literate

Able to use Excel, Word, PowerPoint to a high standard

Smart, reliable and punctual

Retail, security and/or hospitality sector understanding

Previous management/leadership experience

5 years checkable work history

Unrestricted right to work in the UK/EU

Fluent written and spoken English

Preference will be given to candidates who also meet the following:

Ideal Requirements

SIA and CCTV Licenses will be required but not essential for applicants as training will be given and licences secured.

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